being able to make custom mandatory fields for logging a Ticket

[Shalford-McStan]

it be good to have on ticket types to be able to make mandatory fields for each type if you want, like "new Start", making your own fields like "user name" "start Date" "remote work" etc but just make them up as you go, then the user can pick the type of ticket they logging and have to fill in fields that you need the information for.

[edmozley]

Thanks @Shalford-McStan - great idea, and it's built. It'll be in the next release.

Custom ticket fields

Tickets → Settings → Custom fields lets you make up your own fields as you go - exactly the "Start date", "User name", "Remote work" kind you described:

• Kinds of field: text (one line or several), number, date (or date and time, or time), yes / no, a dropdown with your own options, web address and email address.
• Which ticket types: link each field to one or more ticket types - New starter, say - or to every type.
• Mandatory, your way: each field chooses whether it must be filled in when the ticket is logged, before it's closed, or both. "When logged" applies on the New ticket form, the portal and the REST API. Tickets that arrive by email can't be asked anything, so "before closed" catches those, using the existing Mandatory fields setting (warn, warn and email someone, or refuse the close).
• Asking the requester: tick "Ask the requester on the portal" and the field appears on the portal's New ticket form. Once a field belongs to particular types, the portal also asks "What kind of request is it?" - so a requester picking New starter gets the New starter questions, and nothing your team fills in themselves is ever shown to them.

On the ticket, the fields sit alongside the normal ones in the properties panel and save as you change them, with every change in the ticket history. If a ticket's type is changed, the answers that don't belong to the new type are hidden rather than deleted, so changing it back brings them back.

If you give it a try once it's out, I'd love to hear how it fits your new starter process.